Guild Wars 2

The update is buried in the other thread, but the TL;DR version is that the bug should be fixed in the content update later this week.

Re: the sylvari quests, is this recent or something you saw a while ago? This should have been caught in the Octover round of fixes.

Hello GADefence.

We understand your frustration but posting here in the forums will not speed up the process. Customer Support will deal with your problem in due time. If you have sent already multiple tickets and all of them are opened, this will only slow down the answer. Please, remain patient till they contact you.

Thanks.

Hello everyone.

BlueChief, we understand your frustration while you wait to play again but you need to give time to Customer Support till they resolve your incidence. If your account has been closed for suspected botting activity (I infer this from your message), they will check this info manually and proceed to restore your account once they have proved your innocence. But you need to give them a little bit more of time.

And, as Zaken has pointed out, do not forget to write your ticket details in the fore-mentioned thread.

Thanks.

Thanks for the reports! We’re aware of this issue and working towards a fix. For this particular problem, you may want to open a ticket with Customer Support as they’re receiving the most up-to-date information on this issue.

To assist in identifying which guild issues are still active, we’ve closed the old Guild Issues thread and started this new one. If you posted in the old thread and your issue is still occurring, please post again in this thread.

If you’re having issues with the guild system, please report the issues you’re seeing here with as many details as possible (e.g., guild names, tags and world, etc.).

Thank you for the reports!

Hello everybody.

As it has already been said, please, use the existing thread in order to discuss the current ascended gear issue. Thank you very much.

Hey everyone,

To help our programmers identify which issues are still occurring and which have been resolved, we will be closing this thread and opening a new one for guild issues. Thank you for the reports!

Hello Pluton,

thank you very much for your feedback.

There are already other threads in this subforum that discuss about the general population inside the game at the moment. Feel free to check some of them.

Drake, we are glad to hear that!!
We proceed to close the thread now, since the problem has come to an end.

Thanks to everyone for the contributions!

Hello everyone.

Karma and Healix are right. Lost Shores and the patches will arrive on the 15th of November (literally around the corner…).

Please, refer to the link Tosha just provided. A great number of players are now discussing this issue there.

This thread will be now closed.
Thanks for your understanding.

Hello everybody.

We have merged two parallel threads that were discussing the ascended gear. Please, feel free to keep on posting your constructive feedback and impressions here.

Thanks.

Hello everyone.

Girjon, please feel free to post your opinion in the fore-mentioned thread, should you want to discuss this with other players.

We will proceed now to close this thread.
Thank you very much for your understanding.

Hello Primo.

Thanks for your feedback, which will be forwarded to the team. Remember that ArenaNet call-outs are forbidden by our Rules of Conduct so please, refrain from using them in your thread titles in the future.

Thanks!!

Hello everyone.

MacDaddy, this is a known issue inside the team for it has appeared from time to time in the forums as something that affects a number of players. They are working on it.

Keep on posting on the fore-mentioned thread (better to have all reports in one place rather than in different threads scattered all around the forums). Also, some users have been providing different temporal solutions that help a bit with this problem.

Thank you very much!

Hello everyone.

There is no new information regarding guesting as there is no ETA we can provide at this moment. Rest assured nevertheless that it is a feature that will arrive in due time. We will keep you all updated through the news & announcement subforums.

Thanks for your patience!

Hello everybody,
thanks for your feedback.

Hello,
please contact customer support to report this issue.
Thanks.

Is anything marked on the minimap? The only thing I can figure is that you showhow bypassed one of the points for the search.

Do either of you have any incomplete objectives? Which ones are complete?

I’m gathering info in another thread, as Kaosuyousei points out. I’ll close this one and invite you to post in the Blocked/suspended/terminated thread.

ChicknFingrs.8074:

Gaile Gray.6028:

eko.7615:

Gaile Gray.6028:

eko.7615:

Gaile Gray.6028:

I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partners, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please post your Incident / Ticket Number here.

Thank you for your help with this.

I purchased the game from 11/3/2012
my credit card was charged
[Incident: 121111-000224]

I also forwarded my confirmation email I received after buying the game from you they gave me another ticket number associated with that email it is
[Incident: 121111-002681]

Thanks for looking into this. Please work fast

eko — is your payment completed or pending?

Actually I can not find it in my online statement.

Oh my! So not completed OR pending? How strange!

Hey Gaile, just wanted to let you know that we really do appeciate your work and the support teams work.

That’s very kind. It’s good to settle issues and get legitimate players back in the game!

Daelowana.7319:

Gaile Gray.6028:

eko.7615:

Gaile Gray.6028:

eko.7615:

Gaile Gray.6028:

I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partners, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please post your Incident / Ticket Number here.

Thank you for your help with this.

I purchased the game from 11/3/2012
my credit card was charged
[Incident: 121111-000224]

I also forwarded my confirmation email I received after buying the game from you they gave me another ticket number associated with that email it is
[Incident: 121111-002681]

Thanks for looking into this. Please work fast

eko — is your payment completed or pending?

Actually I can not find it in my online statement.

Oh my! So not completed OR pending? How strange!

I think with some CC’s if the original processor doesn’t accept the funds within a certain amount of time the Pending charge may drop and funds would be returned to the card. I do believe you are onto something with billing tho Gale. At least for a percentage of us.

That’s a good question to ask our billing team. Thanks!

eko.7615:

Gaile Gray.6028:

eko.7615:

Gaile Gray.6028:

I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partners, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please post your Incident / Ticket Number here.

Thank you for your help with this.

I purchased the game from 11/3/2012
my credit card was charged
[Incident: 121111-000224]

I also forwarded my confirmation email I received after buying the game from you they gave me another ticket number associated with that email it is
[Incident: 121111-002681]

Thanks for looking into this. Please work fast

eko — is your payment completed or pending?

Actually I can not find it in my online statement.

Oh my! So not completed OR pending? How strange!

Callipygous.9438:

Gaile Gray.6028:

Callipygous.9438:

Gaile Gray.6028:

I want to make sure that I comment: RMTs appeal. By the dozens, even hundreds. If you’re seeing posts about “I didn’t do it” keep in mind that while some legitimate players assuredly are having issues — and we’re going to look at each and every one — some of those protesting that they were banned in error are simply RMT workers trying to get their fraudulently-acquired accounts back so they can bot, deliver gold, or spam advertise gold sales sites.

I do truly believe that there some legitimate players are having issues. But I also know that cheaters are posting, too. Please take the posts with “a grain of salt.”

I’m really disappointed that it appears this is the tone you chose to take with this matter. While you may mean other people aside from me, it feels like your tone is basically, “alright, be quiet, most of you are actually botters anyways.” It’s accusatory and insulting, more so than the actual ban itself. I understand your desire to control the damage, but understand that there are actual people on the other end. I feel like I was going about playing my game only to be called out and then treated like a criminal in prison who protests his guilt.

Now tell me, if you were in the same situation, how would you feel? How do you think many people feel when they look for someone with authority to make sense of it and feel like they’re being demonized – even when they know they’ve done nothing wrong?

I understand where you’re coming from, I really, really do. I’m sure there have been botters who have posted here claiming innocence. But don’t you understand how that comes across to those who are actually innocent? Do you not understand how it could be an incredibly insulting tone to take? I am not trying to attack you, I am simply trying to communicate my frustration about this to (most likely) the only person who will read it. I really hope you understand.

You have completely misunderstood my comments. I believe that many people posting here legitimately have problems and genuinely need and deserve our help. I merely point out that every day, I see tickets from RMTers and botters, and it’s a fact — and probably no surprise — that some of those who claim to be innocent are not innocent at all.

I believe that I have expressed myself in a way that players understand. And I truly feel that it’s important for legitimate players to know that some of those they think are “kindred spirits” are just hoping to ride back onto their cheated accounts on the coattails of the innocent, reinstated players. At no time have I indicated, nor have I felt, that we should reduce our diligent efforts before “most of you are botters.”

We work very hard to help every legitimate player get back onto his/her account. And we will continue to do so. If we make an error, we will own up to that and make it right. (Hence the entire existence of the “Tickets for Review” thread — another means to ensure we do help legitimate players!) But, bottom line, not everyone who submits a ticket or writes a forum post is going to get reinstated because some are not legitimate. It’s really that simple, and I hope you

I do not at all question your desire to do the right thing. However, this impression was formed after reading many of your posts – most notably, the one where you claim that the number of people who are actually being banned unjustly are much, much smaller in number than it would appear based on this forum thread. To me, that would suggest that the majority of people in this thread do not have a real case according to you. This would be why I paraphrased the way I did, albeit rather bluntly.

Now, if you think that based on this information it is simply my misunderstanding, that may be true. I’m a bit rattled by this – after all, I’ve been playing MMOs (plural) for over 10 years, and never have I ever been accused of such a thing. Mixed with the fact that the first thing I see from ArenaNet is your claim that only a small portion of people are actually innocent, and the feeling that I’m about to be railroaded for something I didn’t do is nearly palpable.

I did nothing but sing the praises of your company, even when the few people I played with have abandoned the game because it was not to their liking in one way or another. This feels a bit like betrayal, and the word of the only person associated with the company seems cold and unattached. My reaction is tied to this.

So please, do forgive MY tone. I understand you want to do what is right, as do most people who are not defective. Just… understand the impression this entire process gives some people, myself included. I am clearly not alone in coming to this conclusion or else this thread would not have taken the tone it has.

I understand completely. I may not have been clear about something I said: I didn’t want players to think “Dear lord, there are a lot of posts about banned players” and assume that we have a lot of banned players. I wanted to say, with the comment you mentioned above, that “Yes, there are quite a number of posts, and it may deceive you to believe that there are a gazillion banned players, and that is not the case.”

As Mike O’Brien mentioned in his article about account security, few players have their accounts stolen. I think it was something like one-quater of one-hundreth of one percent of players. And the same is true with “banned for fraud when I did nothing fraudulent.” So it grieves all of us if it happens to anyone but I wanted to be sure that folks understood that looking at a forum thread may give a deceptive view of the numbers.

And again, when it’s you, it doesn’t really matter if it’s one player or a billion, and I do completely understand that!

(And P.S., just me to you: I’m anything but “cold and unattached.” That is why I’m here, posting and sending emails and looking into this issue on the weekend, my “time off.” )

buyurgan.6023:

Please indicate the date you purchased the game.
11/3/2012

Please check your credit card statement and verify if you were or were not charged for the game.
I can’t check it right now cause it is middle of the night but I’m pretty sure it’s charged and legit cause it wouldn’t progress and let me play 2 days without it.

Please post your Incident / Ticket Number here.
121108-000029

When you have a chance, could you confirm whether it’s fully charged or pending? Thnk you!

Reinth.1498:

I’m really disappointed that it appears this is the tone you chose to take with this matter. While you may mean other people aside from me, it feels like your tone is basically, “alright, be quiet, most of you are actually botters anyways.” It’s accusatory and insulting, more so than the actual ban itself. I understand your desire to control the damage, but understand that there are actual people on the other end. I feel like I was going about playing my game only to be called out and then treated like a criminal in prison who protests his guilt.

Now tell me, if you were in the same situation, how would you feel? How do you think many people feel when they look for someone with authority to make sense of it and feel like they’re being demonized – even when they know they’ve done nothing wrong?

I understand where you’re coming from, I really, really do. I’m sure there have been botters who have posted here claiming innocence. But don’t you understand how that comes across to those who are actually innocent? Do you not understand how it could be an incredibly insulting tone to take? I am not trying to attack you, I am simply trying to communicate my frustration about this to (most likely) the only person who will read it. I really hope you understand.

I agree.

We, the victims, have nowhere else to go. What actually pissed me off even more, some got their accounts back but some who have appealed earlier haven’t. What is this? Can we at least get informed via email or GW2 account mail about what the problem is?

Sometimes a case is easier to solve than another. Sometimes a player gives us all the info we need to verify ownership. Other times, the player gives us minimal info and requires a lot of “back and forth” to prove he or she really does own the account.

Sometimes, there are confusing details that we see behind the scenes. Like “That account was accessed from China, but nothing was stolen.” Those are edge cases, sure, but they require extra diligence on our case to try to find out exactly what happened, in part to provide the best help to the real account owner.

It’s true that some tickets can be resolved in a day, and others take more than a week. We do our best to handle “in the order received” and to make sure that agents who are expert in a particular area — fraud, account theft, technical support — handle the tickets they best can help resolve.

Callipygous.9438:

Gaile Gray.6028:

I want to make sure that I comment: RMTs appeal. By the dozens, even hundreds. If you’re seeing posts about “I didn’t do it” keep in mind that while some legitimate players assuredly are having issues — and we’re going to look at each and every one — some of those protesting that they were banned in error are simply RMT workers trying to get their fraudulently-acquired accounts back so they can bot, deliver gold, or spam advertise gold sales sites.

I do truly believe that there some legitimate players are having issues. But I also know that cheaters are posting, too. Please take the posts with “a grain of salt.”

I’m really disappointed that it appears this is the tone you chose to take with this matter. While you may mean other people aside from me, it feels like your tone is basically, “alright, be quiet, most of you are actually botters anyways.” It’s accusatory and insulting, more so than the actual ban itself. I understand your desire to control the damage, but understand that there are actual people on the other end. I feel like I was going about playing my game only to be called out and then treated like a criminal in prison who protests his guilt.

Now tell me, if you were in the same situation, how would you feel? How do you think many people feel when they look for someone with authority to make sense of it and feel like they’re being demonized – even when they know they’ve done nothing wrong?

I understand where you’re coming from, I really, really do. I’m sure there have been botters who have posted here claiming innocence. But don’t you understand how that comes across to those who are actually innocent? Do you not understand how it could be an incredibly insulting tone to take? I am not trying to attack you, I am simply trying to communicate my frustration about this to (most likely) the only person who will read it. I really hope you understand.

You have completely misunderstood my comments. I believe that many people posting here legitimately have problems and genuinely need and deserve our help. I merely point out that every day, I see tickets from RMTers and botters, and it’s a fact — and probably no surprise — that some of those who claim to be innocent are not innocent at all.

I believe that I have expressed myself in a way that players understand. And I truly feel that it’s important for legitimate players to know that some of those they think are “kindred spirits” are just hoping to ride back onto their cheated accounts on the coattails of the innocent, reinstated players. At no time have I indicated, nor have I felt, that we should reduce our diligent efforts before “most of you are botters.”

We work very hard to help every legitimate player get back onto his/her account. And we will continue to do so. If we make an error, we will own up to that and make it right. (Hence the entire existence of the “Tickets for Review” thread — another means to ensure we do help legitimate players!) But, bottom line, not everyone who submits a ticket or writes a forum post is going to get reinstated because some are not legitimate. It’s really that simple, and I hope you

This is a totally bizarre bug that’s only appearing on the Live servers, so we haven’t been able to debug it. The next content update (in a few days) will have an update the this story step that turns the sheath into a “virtual item” so all you need to do is pick it up and escape, it doesn’t matter if you have it equipped or not.

eko.7615:

Gaile Gray.6028:

I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partners, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please post your Incident / Ticket Number here.

Thank you for your help with this.

I purchased the game from 11/3/2012
my credit card was charged
[Incident: 121111-000224]

I also forwarded my confirmation email I received after buying the game from you they gave me another ticket number associated with that email it is
[Incident: 121111-002681]

Thanks for looking into this. Please work fast

eko — is your payment completed or pending?

Daelowana.7319:

Well, I’m feeling more confident after reading Gale’s posts that this is a much bigger issue than me. Thanks for your attention. We know you’re doing your best.

Thank you for your help and for your kind words. I do understand how frustrating this is, and we all want to do the best we can for our players!

KrisV.5612:

Gaile Gray.6028:

There are now five things I want to know, so I can focus the investigation:

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partner, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please note if the charge on you CC statement is a completed charge, or is “pending.”
• Please post your Incident / Ticket Number here.

The Support Team will be examining each of your tickets and will help you. I’m trying to ascertain if there’s an issue with purchases. So far I cannot see that to be the case, but I will use the information that you share — the answers to the five questions above — to look into the matter further.

Thank you.

But their not the only ones with the problem. What about us who was wrongfully terminated for botting.

Kris — I totally understand your concerns! Each ticket will be reviewed and resolved. I happen to be gathering information on purchases in relation to account closures for “fraud.”

The bot appeals will be reviewed, no worries!

Daelowana.7319:

Gaile Gray.6028:

Daelowana.7319:

® Account Closed [Incident: 121109-002884]
Credit card charged by NCSOFT
11/7 – received confirm from Arena net w order number and code

Is the charge paid or pending? (I may be noticing a trend, so I want to make sure.)

Pending, but for 59.99 from CHARGE.NCSOFT.COM. I think you may be onto something

Interesting. So you purchased on November 7, played until November 9, and the charge is still “pending” on November 11?

May I ask generally where you are located?

There are now five things I want to know, so I can focus the investigation:

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partner, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please note if the charge on you CC statement is a completed charge, or is “pending.”
• Please post your Incident / Ticket Number here.

The Support Team will be examining each of your tickets and will help you. I’m trying to ascertain if there’s an issue with purchases. So far I cannot see that to be the case, but I will use the information that you share — the answers to the five questions above — to look into the matter further.

Thank you.

Thank you for your discretion in reporting this exploit. To help us follow up on this, please send us the specific details on this via our email exploits(at)arena.net.

This thread will now be closed.

Reinth.1498:

Sorry but can I get some attention from you Gaile? [Incident: 121110-002158]

And I did submit all information needed in the ticket.

No. That is not why I am in the thread, and I ask that players not petition me for personal assistance. As much as I would like to help everyone, I do not have the bandwidth to do that, so please await assistance from the team and, if you need further help after three days, post in the Tickets for Review thread at the top of the forums.

Daelowana.7319:

® Account Closed [Incident: 121109-002884]
Credit card charged by NCSOFT
11/7 – received confirm from Arena net w order number and code

Is the charge paid or pending? (I may be noticing a trend, so I want to make sure.)

ChicknFingrs.8074:

Gaile Gray.6028:

ChicknFingrs.8074:

Gaile Gray.6028:

I want to make sure that I comment: RMTs appeal. By the dozens, even hundreds. If you’re seeing posts about “I didn’t do it” keep in mind that while some legitimate players assuredly are having issues — and we’re going to look at each and every one — some of those protesting that they were banned in error are simply RMT workers trying to get their fraudulently-acquired accounts back so they can bot, deliver gold, or spam advertise gold sales sites.

I do truly believe that there some legitimate players are having issues. But I also know that cheaters are posting, too. Please take the posts with “a grain of salt.”

Most of us are legitimate players having issues. I was hoping to have a relaxing weekend and enjoy GW2 but now i have to wait until i get a response on my ticket and see if my ban gets lifted

My ticket number is 121110-003153

Please answer all three questions above. Thank you.

I didnt buy GW2 from the guild wars 2 site, i bought it from Best Buy.

Well, they are a partner, so we should be able to look into this thoroughly for you.

ChicknFingrs.8074:

Gaile Gray.6028:

I want to make sure that I comment: RMTs appeal. By the dozens, even hundreds. If you’re seeing posts about “I didn’t do it” keep in mind that while some legitimate players assuredly are having issues — and we’re going to look at each and every one — some of those protesting that they were banned in error are simply RMT workers trying to get their fraudulently-acquired accounts back so they can bot, deliver gold, or spam advertise gold sales sites.

I do truly believe that there some legitimate players are having issues. But I also know that cheaters are posting, too. Please take the posts with “a grain of salt.”

Most of us are legitimate players having issues. I was hoping to have a relaxing weekend and enjoy GW2 but now i have to wait until i get a response on my ticket and see if my ban gets lifted

My ticket number is 121110-003153

Please answer all three questions above. Thank you.

Daelowana.7319:

If anyone would from support would care to contact me, please feel free to private message me. I was a direct purchaser through guildwars2 official site and have been blocked for fraud.

Sorry, that’s now the way it works. I am one person trying to gather information that may help many players. If you have information to share, you can post it here if you wish or naturally your ticket will be reviewed and your situation handled to the best of our ability. I simply do not have time to engage in a PM conversation at this time.

Kurt.5973:

Gaile Gray.6028:

I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.

• Please indicate the date you purchased the game.
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please post your Incident / Ticket Number here.

Thank you for your help with this.

Order date: 11/7/2012

[Incident: 121110-002647]

it’s waiting in progress contacted bank they are managing with that

Sorry, you purchased 4 days ago and the payment still is “in progress?” What does “they are managing with that” mean?

DarK.1839:

Got this disgustingly copy pasted response..
Doesn’t even make sense. I bought the code myself and applied it myself. The only weird thing ever to happen was a random connection attempt from China, but I thought that was a normal thing since I’ve seen people on reddit show 50 attempts in a day. I also changed my password after this just in case. Not sure if that flagged it?

Hello,

The Guild Wars 2 Serial Code used to create your Guild Wars 2 game account was initially purchased from our site fraudulently. The alleged “buyer” had used stolen credentials then sold or transferred that account to you.

This resulted in the serial code and game account to be permanently closed.

If you purchased this serial code from a website other than www.guildwars2.com we recommend contacting the unauthorized reseller from whom you purchased the serial code for a full refund.

While this fraudulently purchased account is closed, we encourage you to buy an official physical retail copy from an authorized seller or digital serial code at http://buy.guildwars2.com.

Unfortunately, there is no further assistance we can provide for this issue.

Regards,
[Blanked]
NCsoft Payment Review

I’m wondering if you were hacked (based on the attempts you noted from China) and that you were simply “flagged” in the system with the wrong error.

Please don’t be offended by “copy pasted” answers. There are legitimate reasons to use a standard type of response for these issues. If we “ad lib” every one, we might forget some of the valuable information we need to share, so using a response that has the same key components is really the best way to answer player concerns.

I want to make sure that I comment: RMTs appeal. By the dozens, even hundreds. If you’re seeing posts about “I didn’t do it” keep in mind that while some legitimate players assuredly are having issues — and we’re going to look at each and every one — some of those protesting that they were banned in error are simply RMT workers trying to get their fraudulently-acquired accounts back so they can bot, deliver gold, or spam advertise gold sales sites.

I do truly believe that there some legitimate players are having issues. But I also know that cheaters are posting, too. Please take the posts with “a grain of salt.”

There’s no DR on Salvaging.
Also salvages are independent statistical events (which is very much related how you decide to think about probability here).
Lastly, you would need a relatively massive sample size to accurately understand the likelihood of each outcome.

Toble.2968:

Hey Gaile,

Any news on how the system is going to be fixed?

Not only is there is innocent banning problem, but people with fraudulent Serial codes who bought from the Gw2 site is worrying me?

I do not even know that there is an issue yet. I’m still gathering information on these cases (and I believe them to be few) after which the teams involved in the site will review them to see if there is an issue on our side or perhaps with the other participants involved in the sales flow, such as the bank or CC holder.

Penthos.5148:

UPDATE: ACCOUNT RESTORED!

After close to 64 hours of being permanently banned, the status of my account was changed to ‘Hacked Account’ and then a few minutes later it was changed to ‘Access Restored’.

Support wrote that my account had been hacked and being used for botting. Then it was caught in the Bot Sweep and terminated. If that’s what really went down, I’ll probably never know… but I AM glad to have my account back.

Best of luck to everyone else suffering from this issue, I hope you all get your accounts back ASAP.

Just so you know, that’s precisely what happens in a lot of cases. Sort of the “Triple Whammy of Nastiness” in my opinion. Someone steals your account, usually steals your stuff, and then uses the account for botting and gets it banned.

So you may be sleeping and wake up to find all this mess has arisen while you slumbered. We do work very hard to get people back on their accounts as soon as possible, but it takes time, because security caution requires that we ensure we’re giving the account back to the real owner.

This is why if someone is banned unjustly, he or she should submit a ticket with as much info as possible, so the team can look into the account and, perhaps, restore it without having to request additional “proof of ownership.” Info can be found in the article on account security and with our tips on filling a ticket.

I would like to look into the few cases where you, personally purchased the game from buy.guildwars2.com and then experienced an account closure.

I don’t want to hear from those who bought from a third party who claims to have purchased from our site. I don’t need to hear from people who did a charge-back or asked for a refund. I would very much like to hear from someone who bought the game from buy.guildwars2.com using a legitimate credit card and then found his/her account terminated.

• Please indicate the date you purchased the game.
• Please confirm that you personally purchased from the buy.guildwars2.com site (not through a partner, not through a third-party).
• Please check your credit card statement and verify if you were or were not charged for the game.
• Please note if the charge on you CC statement is a completed charge, or is “pending.”
• Please post your Incident / Ticket Number here.

Thank you for your help with this.

Please note that this thread is not intended to expedite your ticket. Please do not post here simply as a means to try to get to the front of the queue. Post if you want to share the above information, and if your situation exactly mirrors what I’m investigating, but beyond that we’re not using this thread to expedite or follow up on tickets.

If you have waited three days or longer for a response, please post in the Tickets for Review – 3 Days and Older thread.

PetricaKerempuh.7958:

SaveSex.6591:

Gaile Gray.6028:

SaveSex.6591:

retek.2963:

SaveSex.6591:

I justed got banned… and it didn’t feel good
I got away from my pc for like 10 mins and I got banned.
I think that may is a problem that I sometimes leave my character online when I am afk… Is that wrong? I don’t know… I have done nothing wrong and any moderator can see that…
I think that I got banned way to easy… :/

I know yer’ feel bro! I was kicked while fightin’ some grawl.

So, what we do now?
I opened a ticket but I feel a little angry ‘cause I’ve done nothing wrong you know…
I play online games for like 15 years and never got banned but now :P
I think that mods have to do something with auto-bans… it’s not fair…

There are no auto-bans.

We will investigate each issue, but I’m going to say it again: A lot of the people making a fuss in this post are botters. They are taking up valuable time trying to get a reinstatement that is not going to happen.

If you are innocent of botting the team will help you.

I am pretty sure I am not a bot :P
Is it because I leave my character online when I am afk? I want to know if that is wrong to not do it again.
Thanks

EG: Good to know that there are no auto-bans

id like to add another thing also. when did it happen that afking is same as boting? and to get permanently baned for going afk? just a bit harsh for a bought game, don’t you think?

Going AFK isn’t an issue. Allegedly playing the game while AFK is decidedly a problem, as that’s not playing, that’s botting.

Igopewpew.8692:

This code was directly bought from your site by my bf , we started playing this game together and I have the confirmation email and everything if needed. He did not use a stolen credit card or file a chargeback. In fact everything was purchased legally and at the same time. I really don’t think you’ll be “stealing a credit card” in the Navy. I’d very much like to know how ArenaNet figures out that a creditcard is “stolen” no reports about it have been made whatsoever because the card was never stolen , it’s his own card..

What he payed for the account is price stated on your website because it was directly purchased from there. To be exact the email says $59.99. Not more, not less. This case can in no way be a fraud unless your own site is “fraudulent”. My “seller” is your website. I’ll update my ticket with additional information. But when I asked for elaboration on the case the GM Copy-pasted his last message. I very much hope the response will actually be read.

That’s very valuable information to have, and thank you for those details. The only thing I can think of is maybe there is some issue between the bank and our system that caused this. Thank you for your continued patience — I know this is frustrating, particularly since you did not commit fraud.

I should note that when I write “fraud” in my line items, I don’t mean “You are a fraudster!” I mean that there is a mark of fraud somewhere in the system: us, the bank, a third-party — the issue is flagged as fraud but we’re not making accusations, just getting the issue to the proper team for review.